Poor Customer Experience from Supervisor and Consultant

I encountered an issue with my account which resulted in two of my money transfers being affected. We contacted customer service and spoke with an untrained representative who constantly put us on hold for 20 minutes and sought assistance from her supervisor. She initially claimed that my mother answered a security question incorrectly, stating she lived in Kempton Park instead of opening a Capitec account there. Additionally, she spoke to others in the background without muting herself, making it difficult to communicate. Despite requesting to speak with a supervisor, we were never contacted back, and when I asked for a reference number, she put me on hold for an additional 5 minutes before abruptly hanging up. This was a very unprofessional and negative experience, especially given the sensitive nature of the matter involving money. I hope this matter is taken seriously, as other clients may be in even more dangerous situations requiring immediate assistance.